I'm seeing bouts of increased latency and packet loss primarily within, but not restricted to peak hours.
This was noticed originally when seeing increased latency on Blizzard games, Twitch streams failing to buffer, and webpages generally not loading for around 10 seconds to a minute at a time.
When this happens, I run ping 126.96.36.199 -t from my Windows machine and can see increased latency and dropped pings.
I have set up a Smokeping server on my network to monitor a Blizzard EU server, Google DNS servers, and while I can't monitor my Virgin Media gateway (.1) because ICMP is disabled, I am monitoring .2 on my public VM range which I had hoped with that IP address would be a Virgin Media piece of infrastructure. I'm also monitoring devices within my private network to ensure the issue is not on my end.
My current set up is the VM router in modem mode which passes through to my PfSense router on my ESXi host, no VLANs. I've replaced cables, switches, and also set up network monitoring to ensure that my devices aren't spiking on CPU resource as well as Disk IO and memory usage. Nothing unusual showing on my side.
I can send graphs if required. I've tried uploading images but that doesn't work and when I try to link to an Imgur page the post gets auto removed. Brilliant work.
Can anyone from Virgin Media assist with this, please?
To answer the easy questions, yes, I have restarted the modem. I have also taken it out of modem mode. I've restarted the PfSense router and applied the latest patches. I've restarted switches and also replaced cables.
Thanks for posting and welcome to the community. I am sorry for the broadband issues. I've done a check on our systems here and there is more than half of your downstream channels out of spec, so we'll need a tech visit to the property to fix this. I'll PM you now to advise on the time.
I am sorry for the confusion caused. When you sign up to the forums, as part of our T&C you do accept that we can use information you've provided to do background checks in the case of a fault to assist.
Again apologies if the details you've provided isn't yours and we can proceed with a PM so I can check your account.
Virgin Media engineers came out this morning and showed me their graphs of the noise going back through my coax due to us being the only Virgin customers in our building. Essentially we were getting too much signal to the router and it was causing spikes of noise back to the VM network.
A 10Db attenuator was put on to the to coax going into the back of our SuperHub3 and everything appears to be fine.
Sorry to hear that the issues have returned vmdg_bmth,
It looks like we are going to have to send out a second engineer for this issue in order for it to get resolved. Apologies for the inconvenience and frustration caused.
I have booked you an engineer appointment for the earliest time available. Please log in here to view your appointment time slot. You can also rearrange the appointment if you're unable to make the one currently booked.
Just wanted to update this post with further actions taken.
A Virgin Media engineer came out this morning and stated that the cabinet was out of spec and required the VM Networking team to come out and make adjustments to the cabinet at the latest of this coming Monday.
The engineer also checked the coax points around our property and ensured all connections are good. No issues spotted there.
I can see that since this visit, the latency issues and packet loss are still present so we'll see if this continues after Monday.
I'll update this again when I have some more information.